Complaints

• Initial Complaint

  02/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company added unjustified "additional" fees to our account on the day when we sold the property, we could no get in contact with them to get an explanation/refund

  

  Business response

  05/05/2022

  Dear *******,
  
  Thank you for bringing this to our attention. Our Director of Management Services reviewed your case with the Community Manager and Conveyancing team and informed us that there was a lien placed against this unit as it had outstanding arrears owning, and part of the undertaking included that it would be removed upon confirmation of undertaking.
  
  The letter for the $630 placement/removal fee for that lien was sent in October 2021, and the fee was added in February 2022. It is common for liens to be placed and removed upon completion of undertaking. 
  
  If you wish to discuss this further and provide more details, we welcome you to contact our Director, Pamela Z** ***************************
  
  Thank you,

  -The Tribe Team

• Initial Complaint

  15/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I have some concerns about how Tribe has kept customer data in their system. They claim that they are in the leaders in technology in this field but they are not keeping up with their computer security standards. The last update they had on their website is on 2019 but they claim they are auditing every year. I have asked several times for documents regarding their application security and what updates they are doing to keep us safe. When i asked an employee at tribe he said they do not keep updates regarding security. **** ** **** ************* ** **** *** ** *** ***** ****** **** ****** ******** ****** ******** ***** ** **** *******  The VP Fiona claims she has many years experience in tech but she does not use an *** for her blog posts and servers that she is hosting regarding home management. They claim to be transparent on their website but once I warned them about their security risks they silenced me banned my posts on their bulletin board and silenced my account. The manager here also never apologized for his ****** remarks. ** **** ** *** **** ** ******* *** *** ******* ******** ** *****. ***** **** **** ****** *** ** ****** *** **** *** *** ** ********** ******** *** *****

  Customer response

  15/03/2022

  I just want a response from tribe management. 
  I am paying for a service called ******* which they are denying me to use so i wanted a refund.
  Also the service i am paying for has not been updated for cybersecurity attacks for 3 years and they claim that they are up to date. 
  I have gotten no response from them so i am taking it up to you guys to help me get a response. 
  This is a dispute between Me and the Company. Not towards strata issues

  

  Business response

  28/03/2022

  Hi ***, thank you for raising your concerns with the team at Tribe Management. 

  
  We take your security and privacy seriously and safety and security are top priorities at Tribe. We take extra precautions to safeguard your personal information against unauthorized use or access. 

  
  We use a combination of infrastructure security, encryption, authentication, and authorization technologies to maintain and protect the security of our sites and your online sessions. Furthermore, we use *** encryption for secure web interactions on the Tribe Management website at blog.tribemgt.com. 

  
  Our Software and data are stored in secure online servers, in Canada and the US, with daily backups. As per the Strata Property Act and Privacy of Information Policy Act, we are in compliance with both the security and safety of your information. You can find our complete privacy policy at tribemgmt.com.

  
  Additionally, our CTO reached out and spoke to you personally in order to work with you within a framework of industry-accepted Coordinated Vulnerability Disclosure guidelines (often referred to as “responsible disclosure”) to understand and address your concerns.  You were unwilling to share details of your claims without our providing you with a financial remuneration (often referred to as a “bounty”.)  Tribe does not have a bounty program available at this time. 

  
  It has come to our attention from your strata council that you have Violated the Terms & Conditions and community guidelines of the Tribe Home app. 
  Please note that Section 1 of The Terms estates that: “Tribe Home reserves the right to remove any Content that it believes in its sole discretion is not in compliance with the foregoing rules, the terms of this Agreement or applicable law. ” 

  
  Regarding the refund, please note that Tribe Home is a service offered free of charge to the developments we manage and has no cash value to either the strata or yourself. 
  If you have any further questions, please contact our Managing Broker Fiona T******* at 604-343-2601 or **************************** so she can learn more about any outstanding frustrations and work with you to resolve. 

  
  Thank you, 
  Tribe team. 

  Customer response

  28/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  You guys did not take the proper actions to address your security issues that you currently have.
  The claims on your website are not consistent with the infrastructure you have.
  Your ******* web app is not secure and have not released any patch notes or updates and it doesn't meet industry standards as you guys claim. 
  There is no evidence of risk management when things go wrong.
  
  What have you done to address the issues besides take down your old blog site without ***?
  There are plenty of more issues that i have found
  
  
  Sincerely,
  
  *** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩